ENTERPRISE SERVICES
Enterprise Services
Marketing and Offering Development
Why Lenovo Enterprise Services?
 Lenovo Enterprise Services – Values and Capabilities
 Portfolio Overview
– One Common Foundation
– ThinkServer Specific Services
–Priority Technical Support Service
– System x Specific Services
–Remote Technical Support Services
– Storage Services
–IBM OEM Storage
–Lenovo Branded Storage
 Selling Services
 Tools and Resources
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2015 LENOVO INTERNAL. ALL RIGHTS RESERVED.
Lenovo Enterprise Services – Key Values
Responsive
 Access when customers need it,
 Certified technicians and
Trusted
 We know our systems best and
where they need it, and how
support personnel providing
have deep technical resources
they need it
consistent global resources
 Comprehensive documentation,
 Quick diagnostics and resolution
via contact center, web tools,
remote support and on-site
 Flexible offerings to meet any
customer requirement
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Reliable
2015 LENOVO. ALL RIGHTS RESERVED.
working to solve problems
 Well defined and executed
escalation paths
 Genuine, quality parts
training and tools
 Technicians with years of
experience and expertise
 Secure data access and
controlled environments
Lenovo Technical Support & Warranty Services
Strategic Long Term agreement with IBM for Service Delivery
 Prevent downtime with proactive, best-in-class service
 Resolve outages faster if they do occur
 Optimize IT and productivity to enhance business results
 Protect our brand reputation and customer base
 Simplify support to save time, resources and costs
Lenovo’s Service Commitment
“After the deal closes, IBM will continue to provide maintenance delivery on Lenovo’s behalf for an extended period pursuant to the terms of a five-year maintenance service agreement
with IBM. Customers who originated contracts with IBM should not see a change in their maintenance support for the duration of the customer’s contract.”
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Lenovo/System x: Best in Class WW Service Capabilities
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
24 x 365 network availability

42 Level 1 and Level 2 call centers supporting more than 35 languages

10,000+ trained HW and SW technicians providing on-site support globally

~600 main parts stocking locations supporting over 160 countries

Certified Lenovo parts meet stringent quality requirements

Services provided to meet customer requirements from base warranty to customized support

No material change in service provider (Level 3 and PFE’s now reside at Lenovo)

Product and Services are reliable, consistent, and scalable

Support access to development and design teams

Single point of contact and problem resolution

Predictable cost and continuous global coverage
2015 LENOVO. ALL RIGHTS RESERVED.
Enterprise Services
Portfolio
Lenovo Enterprise Services
Today ……..
 Complete maintenance portfolio for Lenovo ThinkServer, System x, and Storage
– Warranty upgrades and extensions
 One global provider through our partnership with IBM
– Worldwide support
– Consistent service delivery
– Smooth transition for our customers
– High customer satisfaction
 Services portfolio available in countries where corresponding systems are SOLD
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Lenovo Enterprise Services
Base Services Portfolio
Base Warranty
Upgraded Response
Upgraded Response &
Coverage Time
• 1/3 year
• 3 year, 4 Year, or 5 year
• 3 year, 4 Year, or 5 year
• Next Business Onsite Day 9x5
(Some parts customer replaceable)
• 4 hour Onsite Response Time 9x5
• 4 hour Onsite Response Time 24x7
Value Add Services
• Keep Your Drive Multi-Drive (Hard Drive Retention), Factory Integration (geo specific)
Hardware Covered
• System x, ThinkServer, IBM OEM Storage, Lenovo Branded Storage
System x Additional Services
• 2 Hour Response, 4 Hour Repair (selected cities), SW Remote Technical Support, Microcode Services
ThinkServer Additional Services
• Priority Support Call Center Upgrade (Level 1.5 SME Technicians w/Priority Call Queue), 24x7x8 hour response time
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Lenovo Enterprise Services – A Strong Foundation
What Services Are Available for ALL Lenovo Servers?
 ThinkServer and System x Services:
– Services are branded as Lenovo Services (see speaker notes for more details)
– Global delivery through our partnership with IBM
– Authorized Service Provider (ASP) program for our partners, enabling customer choice
– Easy to sell, skued services designed to attach at time of system sale
 Common portfolio foundation:
– Warranty up-sell services for same day, around the clock coverage and four hour response time
– Warranty extension services to a maximum of five years
– Keep Your Hard Drive (Hard Drive Retention) services to ensure customer data security
– Factory integration services (varies by manufacturing site by geography)
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Understanding Base Warranty
 Base Warranty Coverage:
– Provides next business day service and standard call center support
• Genuine Lenovo Parts for the life of the base warranty, Lenovo Certified Technicians
– Some parts are customer replaceable (including internal memory)
– Genuine Lenovo does not guarantee the customer a new service part, it may be “like” new
• Level 1 call center agent is the first point of contact
• Service will be scheduled the next business day based on technician availability
– Some Lenovo branded storage offerings are NBD parts only, no onsite labor included
• If problem is not diagnosed directly on the phone, multiple technician visits are possible
• Base warranty is generally sufficient for:
– Non-critical servers – spares, servers with shared workloads in redundant networks, file/print
– Smallest portion of install base
– Tends to be most appropriate for low-end tower, non-essential workloads
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Same Day Warranty Upgrades
 Positioning Same Day Upgrades:
– All the features of base warranty, PLUS:
• Same Day Response: 4 hour Service Window, 9x5x4 or 7x24x4 Response
– Clock starts when phone triage completes
– Technician visit is predictable within the upgrade window
– Example of 7x24x4: Place call at 2:00 a.m., tech arrives by 6:00 a.m.
• Parts delivery with the technician for rapid response
• Ensure Lenovo parts are planned and available in the right stocking locations
– Lenovo cannot plan for parts for upgrades that have not been sold as Lenovo Services
• Onsite Field Technician Support
– Improves customer satisfaction and rapid repair/resolution
– Customer/partner resources not required to complete repair
• Reduces total cost of ownership
– Minimize chances of customer escalations to selling partner/rep
• Saves time, improves customer experience, reduces expense/time to resolve issue
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Warranty Extensions and Post-Warranty Services
 Base warranties can be extended at the time of sale
– Extensions up to five years can be purchased at the time of system sale (POS)
– Offered standalone or bundled with upgrade services
– Ensures uninterrupted coverage to match the planned life of the asset
– Offerings vary by system and geography
 Post warranty offerings extend coverage during the life of the machine
– Designed to be sold during the warranty coverage period (APOS)
– Adds additional years to the base warranty or warranty upgrade
– Renewing coverage ensures customer satisfaction and return on investment
– Creates a “Reason to Call” – review maintenance coverage of customer-installed systems
– Offerings vary by system and geography
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Keep Your Drive Multi-Drive/Hard Drive Retention
 Positioning Keep Your Drive-MD and Hard Drive Retention (HDDR):
– Essential for customers who must keep their data secure on customer premises
– Eliminates parts return logistics for failed hard drives, covers multiple drives and failures
• Very low cost to eliminate very costly risk liability
– Must have for medical, retail, insurance, education, financial, technology sectors
– Many customers assume they can keep their drives
• Important to review this fee-based service with customers
• Avoids surprise invoices for non-returned parts
• Communicate the value of this Lenovo service
– We are priced very favorably to our competitors
– Available in bundles to make ordering easy
• Service is not stackable – must be ordered in a bundle or standalone add to base
• If added as a standalone to base warranty, term must match base warranty term
– Branded Keep Your Drive-MD for ThinkServer, Hard Drive Retention for System x
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Lenovo Options Preferred Service Coverage
 ALL Lenovo options are supported by Lenovo
– Third party options will be referred to manufacturer for support
 ALL Lenovo options are covered by Lenovo Warranty upgrades
– Lenovo options are covered at the service level of the system they are installed in
 Genuine Lenovo options preserve the integrity and value of important warranty upgrades
 Lenovo options simplify service management and delivery
– Single source, uniform coverage for the whole system
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2015 LENOVO. ALL RIGHTS RESERVED.
What Future Offerings are planned for 2015?
 During 2015, we will enhance ThinkServer coverage
– Add higher level response times
– Expand country coverage so that it matches the country coverage of the System x portfolio,
giving us a unified global portfolio across all Enterprise Services
 One harmonized portfolio with unified branding
– One services strategy for all Lenovo Enterprise Products
 Expanded worldwide factory services
– Defined set of capabilities by geography and product line
 New storage services
– New products will have services designed for competitiveness and value
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2015 LENOVO. ALL RIGHTS RESERVED.
ThinkServer Specific
2015 LENOVO. ALL RIGHTS RESERVED.
Lenovo Enterprise Services – ThinkServer Specific
What additional capabilities exist for ThinkServer?
 Priority Technical Support
– Call taken by advanced technician, rapid queue (less than 2 minutes to live answer)
– Customer technical staff or partner technician gets the skill level they need
• They already know what the problem is and have performed simple troubleshooting
• Need the right expert, right now!
– Improves first time fix rates – onsite technician has the right part the first time
– Priority Support customers also get access to Electronic Service Call web tool (ESC+)
• Place and manage service calls via the web
– Pays for itself with just one repair! Three year offering costs 10 cents per day!
– Available in bundles or as a stackable, standalone sku
• If ordered standalone, term must match base warranty term
 ThinkServer has additional 7x24x8 same day response level in addition to 7x24x4
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Priority Technical Support - ThinkServer
What Is It?
How Can It Help Your Customer?
 Priority Technical Support is an enhanced support
plan that provides direct access to advanced call
center agents via a dedicated phone number and
prioritized call queuing

Improves basic troubleshooting experience with
shorter hold times.

Faster, more advanced call center support can help
reduce repair times and increase first time fix rates
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Priority Support – Offering Detail
What “is” supported
What is “not” supported
Call Center Upgrade – 24x7, local language, priority queue, advanced
technician support
Hardware Break/Fix services (HW SLA not impacted by Priority Support
offering)
Lenovo pre-loaded software
Special Bid ITC images, (custom images are supported by Imaging
Technology Center)
Re-installation of preloaded software image (RCD.DVDs)
Step-by-step OS installation / configuration (bare metal)
Lenovo tested, certified and supported Operating Systems
3rd party software not listed in Lenovo core list.
http://www.lenovo.com/images/products/server/pdfs/datasheets/WW_WW_DS_Think
Server%20Software%20Options.pdf
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BIOS /Firmware, Hot-fix and patch assistance
Administrative assistance and/or performance evaluation / setup
Easy tools (downloadable from Lenovo support)
OEM performance monitoring applications
Basic “How to” assistance
Advance troubleshooting and configuration
Basic networking assistance (connecting to a single Ethernet port or
switch)
Network configuration, connectivity to secondary devices, systems or
domains.
Dedicated phone number and rapid call queues
Break/fix hardware service level upgrades are NOT included – priority
support is call center offering ONLY
Priority Support vs. Base Warranty – Reference Guide
Service Feature/Coverage
Priority Support
Base Warranty
Base vs. Priority Comment
Immediate Contact Center & Advanced Level Technician collaboration for Onsite Field
Techs
for field technicians dispatched by contact center calling in directly from customer onsite
location
Y
Y
Both > Immediate CC Advanced Level Technician collaboration when call received from field
technician dispatched by contact center calling in from customer onsite within business hours MF 0800-2000 EST
Country unique CC hours varies from M-F 8hrs excluding holidays to 24/7 including
Y
Y
Y
N
Y
Y
Y
N
Y
Y
Recovery Assistance
providing customer with best case scenarios for RAID setup / OS reload quick easy steps
Y
N
Immediate Case Ownership (Technical Issue)
Lenovo Level 2 will own customer contact as soon as case is escalated from support
center
Y
Y
24x7 Critical Situation Team Managing the Case (Non-technical Issue)
critical situation role available around the clock
N
N
Accelerated Phone Response Time
prioritization in the contact center waiting queue
Y
N
Non- Preloaded Operating System and SW Phone Support
contact center support for server Certified/Supported operating system and SW
Y
N
Getting Started Support
contact center support for "How to" questions for server startup Lenovo tools
Y
N
Priority > "Step by step assistance” vs. Base > “provide customer with directions"
Seamless 3rd party collaborative support
3rd party HW problems - SW not directly covered by service
Y
N
Base > if customer has an issue with 3rd party SW in their custom image, we give them phone
number to call to and disengage vs. Priority > we collaboratively work 3rd party to help customer.
Y
N
Base > not at all vs. Priority > LogMeIn tool access to customer's system if customer
agrees/asks for it
N
N
Emphasize “Advanced” support
Direct Access to Advanced Level Technicians
senior server contact center engineers performing the problem determination
Preloaded OS defect support
contact center support for defects in preloaded operating system only
Networking Support
contact center support for server basic networking configuration
Access to Online Knowledge Base
online access to whitepapers, hints & tips, providing technical knowledge
Remote Access
with customer's acceptance - Lenovo remotely connects to Customer's server
Step-By-Step Phone Support
contact center step-by-step SW installation, advanced networking, optimization &
configuration support
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Both > based on MT server - calls go directly to server agents
Do not support configuration – Lenovo Level 2 does not have access to IBM’s infrastructure, not
setup as CC, and limited bandwidth. Emphasize “Basic” support
Base > "what to do …" support vs. Priority > "how to do …" support where we provide them with
actual steps they need to perform
Base > L1 Server Technicians will own communication with customer vs. Priority > Once
escalated to Lenovo Level 2, customer communication is owned by Lenovo Level 2. Both > offer
case status updates available to sales via SalesForce BAU.
Base > critical situation is a separate resource from 8am to 8pm working days only vs. Priority >
One person for L2 and Crit Sit therefore Critical Situation Team with priority is 24x7 Crit.
Situation team is the Project Office . Non-technical issue will not be 24x7
Priority > calls getting through dedicated phone number and/or IVR pin code for use with
standard phone number are prioritized.
Priority > Support for use cases (Jim). Also provides contact center support for server new
Lenovo version updates incl.“Step by step assistance” vs. Base > “provide customer with
directions" here is new version for you to install.
System x Specific
2015 LENOVO. ALL RIGHTS RESERVED.
Lenovo Enterprise Services – System x Specific
What additional capabilities exist for System x?
 Two hour response time with 4 hour committed repair
– Committed repair offerings can be combined with 2, 4, or 24-hour response time
– Offerings vary by country and city – use SPST to find the services offered by system
– Committed response time offerings are also sold via services contract
–Some countries (US, Canada) offer via contract only (no skued offerings)
 Remote Technical Support software services for Microsoft, Linux, and VMWare
– System X Base and 90-day System Startup also offered (region specific)
 Microcode support services
 Contract-based service agreement (IBM branded as Service Suite/Elite):
– Cover a large enterprise fleet with a single maintenance agreement
– Flexibility to add and remove systems for a true asset management solution
– Sell to cover and extend services on existing install base as well as new server sales
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2015 LENOVO. ALL RIGHTS RESERVED.
System x Services Portfolio At-A-Glance
Service Upgrades
Base Warranty
Includes:
•1 or 3yr 9 x 5 Onsite Next
Business Day Coverage
•24 x 7 Contact Center
Support
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Warranty Extensions
Warranty Service Upgrades
• 24 x 7 onsite response
• 4 or 2 hour response time
• Committed repair options
• 9 x 5 x 4 hour response time
• Onsite repair with parts and labor
• Coverage up to five years
Post Warranty Extensions
Enhanced Support
• Microcode Support
• Hard Drive Retention
Remote Technical Services
•
•
•
•
Skued Services
Point and Click Acceptance
SKU based, Simple T&Cs
Designed to attach w/HW sale
Target to SMB or Low Quantity
of Servers
Services Contracts
•
•
•
•
Customized Service Solutions
Complex Warranty Extensions
SOW Contracts
Targeted to Global, LE and
Volume Buyers
Regional System x Skued Service Options At-A-Glance
This chart refers to skued offerings only, additional service levels may be available via service contract
China
EMEA
Asia Pacific
X
24x7x4
X
X
X
X
X
9x5x4
X
X
X
X
X
X
X
X
Committed
Services (CS)
X
Microcode
HDDR
R
T
S
Latin America
X
24x7x2
WSU &
Post
Warranty
North America
X
X
X
X
X
X
System Base
X
X
X
Microsoft
X
X
X
Linux
X
X
X
X
VMware
X
X
X
X
Start-up
X
Please check the Country Coverage Matrix to identify what countries fall under the 5 regions listed above.
All skued part number offerings are country specific. Always check SPST for current options for the select country.
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2015 LENOVO. ALL RIGHTS RESERVED.
X
United States 2-Hour Response Time Coverage
 Eligible Service Cities for 24x7x2 Hour Response Time offerings
Akron, OH—44308
Albuquerque, NM—87103
Allentown, PA—18101
Atlanta, GA—30335
Austin, TX—78767
Baltimore, MD—21202
Baton Rouge, LA—70816
Birmingham, AL—35203
Boston, MA—02108
Bridgeport, CT—06604
Buffalo, NY—14202
Charlotte, NC—28202
Chicago, IL—60602
Cincinnati, OH—45202
Cleveland, OH—44114
Columbia, SC—29201
Columbus, OH—43215
Dayton, OH—45401
Denver, CO—80202
Detroit, MI—48226
Fort Worth, TX—76102
Greensboro, NC—27402
Harrisburg, PA—17101
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2015 LENOVO. ALL RIGHTS RESERVED.
Hartford, CT—06103
Honolulu, HI—96813
Houston, TX—77002
Indianapolis, IN—46204
Jacksonville, FL—32202
Kansas City, MO—64106
Las Vegas, NV—89101
Los Angeles, CA—90012
Louisville, KY—40202
Memphis, TN—38103
Miami, FL—33133
Milwaukee, WI—53202
Minneapolis, MN—55415
Nashville, TN—37201
New Orleans, LA—70112
New York, NY—10007
Newark, NJ—07102
Norfolk, VA—23510
Oklahoma City, OK—73102
Omaha, NE—68183
Orlando, FL—32801
Philadelphia, PA—19107
Phoenix, AZ—85003
Pittsburgh, PA—15219
Portland, OR—97204
Providence, RI—02902
Raleigh, NC—27602
Richmond, VA—23219
Rochester, NY—14614
Sacramento, CA—95814
Salt Lake City, UT—84111
San Antonio, TX—78205
San Diego, CA—92101
San Francisco, CA—94102
San Jose, CA—95110
Seattle, WA—98104
St. Louis, MO—63103
St. Paul, MN—55102
St. Petersburg, FL—33731
Syracuse, NY—13202
Tacoma, WA—98402
Tampa, FL—33602
Toledo, OH—43604
Tucson, AZ—85701
Virginia Beach, VA—23458
Washington, DC—20001
West Palm Beach, FL—33402
Wilmington, NC—19801
Service is available within a
50-mile radius of these cities.
To determine if your location
is eligible, refer to the zip
codes listed and use Zip Find
on the World Wide Web at
http://www.zipfind.net
System x Microcode Services
 Microcode Services enhance customer satisfaction by keeping microcode on the customers’
machines current
– Prevent hardware failures and security exposures due to incorrect or incompatible microcode.
 Provides skilled, experienced service representatives to analyze and optionally update the
microcode on selected machines
 Protects customer’s IT environment with preventive analysis and proactive scheduled updates
 Two levels of service available:
– Microcode analysis – analyze microcode currency across defined install base
– Microcode analysis and update – provides onsite microcode update in addition to analysis
– Frequency of analysis and update varies depending on the service requested by the customer
 Services are available via Service Elite Contracts
– Some countries also offer skued offerings standalone or bundled with warranty upgrades
– Offerings vary by country and system type, please use SPST to locate available skued services by country
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2015 LENOVO. ALL RIGHTS RESERVED.
Remote Technical Support
Comprehensive remote technical call center support
- Covers servers, storage, operating systems, and applications
 Single
source for hardware and software support
 Additional software support beyond hardware break/fix
– Reduce problem resolution time
– Reduce cost to address technical issues
– Increase uptime
 Unlimited access to technical experts
 Fast, precise answers from highly trained call center experts
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2015 LENOVO. ALL RIGHTS RESERVED.
RTS Lenovo Services Portfolio
Base
S
E
R
V
E
R
S
Application Only
Application + Base
X
X
X
X
X
X
X
X
X
X
 VMware Acceleration Kit
X
X
vSphere
vSphere vCenter




Essentials
Standard
Advanced
Enterprise
X
X
X
X
X
X
X
X
Microsoft Applications
(support for Microsoft
Business Applications)





Microsoft SQL Server
Microsoft Exchange Server
Microsoft SharePoint Server
Microsoft Systems Center Operations Manager
Microsoft Systems Management Server
X
X
X
X
X
X
X
X
X
X
RTS Base for Server
 System x, BladeCenter
 Windows and Linux
 Systems Director
VMware





VMware Acceleration Kit
Option
Storage Devices
X
X
X
ESX Server
Virtual SMP
VMotion
VirtualCenter Mgmt Svr / Agent
Virtual Infrastructure
 Tape Drives; Autoloader; Tape Library; Storwize
X
Note: BladeCenters: RTS should be attached to each Blade. Support will include chassis-level components (switches, Management Module, etc)
VMWare Acceleration Kit Part# based on number of sockets (1, 2, 4+); choice should match SW Licensing entitlement
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Storage Services
2015 LENOVO. ALL RIGHTS RESERVED.
What Services Does Lenovo Offer for IBM OEM Storage
Upsell
SKU/
Contract
 Lenovo skued services for:
– Storwize 3700
– EXP2500
9x5 3 Year NBD
Base Warranty
– Tape storage
– Remote Technical Support
H
W
R
T
S
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



L1 Support
L2 Support
L3 Support
Parts/Parts
Distribution
 On-Site Labor and
dispatch
X
X
X
X
X
Warranty Service
Upgrade
 9x5x4 hr (3 year)
 7x24x4 hr (3 year)
 7x24x2 hr(3 year)
X
X
X
Post-warranty MA




9x5 NBD (annual)
9x5x4 hr (annual)
7x24x4 hr( annual)
7x24x2 hr (annual)
X
X
X
X
Hard Drive
Retention
In-warranty and post
warranty
X
OEM Storage
Base
Warranty
X
IBM OEM Storage Services Offering Portfolio




Warranty Upgrades:

1 - 5 years warranty upgrade options

Uplift service level and extend coverage period

Must be purchased anytime during the Base Warranty period

Service level options: 9x5 NBD, 9x5x4, 24x7x4, 24x7x2
Post Warranty Service (Maintenance):

1 or 2 years post warranty extension options

Coverage for systems when base warranty or existing services coverage period has expired

Service level options: 9x5 NBD, 9x5x4, 24x7x4, 24x7x2
Hard Drive Retention (Keep Your Drive):

Included with warranty upgrade and post warranty service options

Data protection solution enables client to keep used/failed hard drives containing highly sensitive data

Caps costs for regulatory compliance and data privacy requirements
Remote Technical Support :

1 or 3 years service options

Unlimited, anytime phone support for hardware and software to assist you with how-to usage, installation, configuration and software defects.
*** LL
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ISSION RITICAL
ACHINES
EED AME
AY 24X7X4 OVERAGE ***
Remote Technical Support for IBM OEM Storage
 Part numbered for easy attach
 Unlimited calls and callers
 Fast and accurate problem resolution
 Supplements customer’s IT staff
 Single point of contact for HW and SW  Access to experience technical specialists
Scope
Covers IBM OEM Storage HW and Software Offerings
Electronic part number order and entitlement
Installation and configuration support
1 or 3 year agreements
Remote problem diagnostics
Unlimited calls and callers
Basic networking assistance (connecting to a single
Ethernet port or switch)
Coverage Hours: 24x7 for critical problems and 9x5 for
non-critical problems
Product compatibility and interoperability
Basic “How to” assistance
Software Defect support
Dedicated phone number and rapid call queues
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Packaging Description
2015 LENOVO. ALL RIGHTS RESERVED.
Lenovo Branded Storage Services
 Same great services as ThinkServer systems
 Same response time service levels and portfolio offerings
 Allows ThinkServers with Lenovo storage to share the same coverage
– Consistent and predictable service experience
 Keep Your Drive – MultiDrive (KYD-MD) Offering
– Covers all drives in the storage unit for the length of the warranty coverage
– Multiple drives and multiple service events
– Priced to deliver great value – enterprise-grade service at a very affordable cost
 Priority Technical Support
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Selling Services
Addressing Customer Priorities
 Run the business
 Protect their IT infrastructure investments
 Grow the business
 Improve productivity and efficiency
 Plan for the future
 Optimize expense, lower TCO
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2015 LENOVO. ALL RIGHTS RESERVED.
How Do Services Solve Customer Concerns?

SUPPORT:





Genuine Lenovo Parts

Customers expect manufacturer support
AVAILABILITY:

Onsite service

Fast response with parts in hand

System restored to production quickly
COST CONTAINMENT:

Mitigate risk of disrupted operations

Competitive offerings priced for value
DISASTER RECOVERY

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Lenovo certified technicians
24x7 help desk and onsite services
2015 LENOVO. ALL RIGHTS RESERVED.
Cost
Effort to set up
and change
Uptime
Integration
with existing
infrastructure
Data security
and integrity
Power and
cooling
Support and
Services
Software
compatibility
Disaster
Recovery
Services Value Increases with Business Critical Use
 Services Benefits
BEST
Better
9x5
Same Day
(up to 5yr)
Post Warranty
Maintenance
(1 or 2yr)
9x5
Next
Business
Day
Year 1
Year 2
2015 LENOVO. ALL RIGHTS RESERVED.
Extended Services
Year 3
Year 4
 Value Beyond Base Warranty
 Most effective when sold at time of product sale!
 Increased service levels
 Additional years of support
Base
Base Warranty
37
 Remote and on-site problem determination and
problem source identification
 Skilled and highly trained remote support
technicians and on-site systems service
representatives
 National parts network with genuine parts
Warranty
Service
Upgrade
Base
Service Level
24x7
Same Day
Year 5
Hardware Services Key Qualifying Questions
Ask your customer key questions for selling services
 Do you understand what is covered with your base warranty?
 How mission critical are your systems?
– Keep in mind ALL Mission Critical machines need same day 24x7x4 coverage
 Are you concerned about costs associated with downtime?
 How long are you planning to keep your systems?
 How do you protect your system after work hours or during off peak times?
 How often do you apply security patches and updates?
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2015 LENOVO. ALL RIGHTS RESERVED.
Lenovo Enterprise Services … Points to Remember
 Lenovo Service Attributes:
– Trusted services delivered to the highest quality, worldwide
– Single point of contact globally for an outstanding customer experience
– Genuine parts, certified technicians, authorized partners
– 24x7x365 coverage delivers maximum customer uptime and value
– Support services personnel have access to development and design teams
 How do our customers benefit?
– Predictable cost and continuous global coverage
– Services maximize return on investment
– Reliable, consistent, and scalable services to meet specific customer needs
– Experienced, skilled, and highly-trained technicians for fast problem resolution
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2015 LENOVO. ALL RIGHTS RESERVED.
Call to Action
 Know the basics of our portfolio and the value to you and your customer
 Use the “assumptive close” tactic of including warranty upgrades and RTS
– Let the customer say no – it gives you a chance to ask why
 Focus on services for a total solution – attach services to EVERY quote!
 Let us know what help you need!
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2015 LENOVO. ALL RIGHTS RESERVED.
Fact Sheets
ThinkServer Services Fact Sheet
BASE WARRANTY
Warranty Service
Response Time
Service Type
Service Window
Phone Support
Duration
Customer Replaceable Units
Included
Next Business Day
Onsite
MON – FRI: 9 AM – 5PM
Phone: 24 x 7 x 365
T Series: 1 or 3 Year
R Series: 3 Year
Some Parts Customer Installable
WARRANTY UPGRADE AND POST WARRANTY OPTIONS
Service Level
Response Time
Service Type
Service Window
Phone Support
Extension Years
Post Warranty Years
Customer Replaceable Units
9x5x4
4 Hours Same Day
Onsite
MON – FRI: 9 AM – 5PM
24 x 7 x 365
3, 4, or 5
1
Technician Installs All Parts
24x7x4
4 Hours Same Day
Onsite
MON – SUN: 24 Hours
24 x 7 x 365
3, 4, or 5
1
Technician Installs All Parts
24x7x8
8 Hours Same Day
Onsite
MON – SUN: 24 Hours
24 x 7 x 365
3, 4, or 5
1
Technician Installs All Parts
ENHANCED SUPPORT OPTIONS
Support Services
Service Type
Service
Window
Queue
Wait Time
Years
Technician
Level
Installation &
Configuration
Web Based
Submission/Tracking
OS/Software
Support(1)
Defined Escalation
Process
Networking
Assistance
Priority Support
Phone
24 x 7 x 365
<2 Minutes
1-5
Advanced
YES
YES
Lenovo Tools
& Certified OS
YES
YES
Support Service
Service Type
Offer Terms
Service Description
Duration
Phone Support
Service Level
Keep Your Drive MultiDrive
Onsite
Concurrent with Warranty
Customer Retains Drive When Replaced During Repair
3, 4, 5
24 x 7 x 365
Based on Warranty
(1) Lenovo troubleshoots basic software problems or will transfer customers to the appropriate software vendor to assist in resolving issues. If customer
does not have service agreement with the software vendor, Lenovo will provide courtesy transfer to appropriate vendor toll-free support line.
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2015 LENOVO. ALL RIGHTS RESERVED.
System X Services Fact Sheet
BASE WARRANTY
Warranty Service
Response Time
Service Type
Service Window
Phone Support
Duration
Customer Replaceable Units
Included
Next Business Day
Onsite
MON – FRI : 9 AM-5 PM excluding holidays
24x7 x 365
1–3
Some Parts Customer Installable
WARRANTY UPGRADE AND POST WARRANTY OPTIONS
Service Level
Response Time
Service Type
Service Window
Phone Support
Extension Years
Post Warranty Years
Customer Replaceable Units
9x5 NBD
Next Business Day
Onsite
MON – FRI: 9 AM-5 PM excluding holidays
24 x 7 x 365
3, 4, or 5
1 or 2
Technician Installs All Parts
9x5x4
4 Hours Same Day
Onsite
MON – FRI: 9 AM-5 PM excluding holidays
24 x 7 x 365
3, 4, or 5
1 or 2
Technician Installs All Parts
24x7x4
4 Hours Same Day
Onsite
MON – SUN: 24 Hours
24 x 7 x 365
3, 4, or 5
1 or 2
Technician Installs All Parts
24x7x2
2 Hours Same Day
Onsite
MON – SUN: 24 hours
24 x 7 x 365
3, 4, or 5
1 or 2
Technician Installs All Parts
ENHANCED SUPPORT OPTIONS
Support Services
Service Type
Service
Window
Queue Wait
Time
Years
Installation &
Configuration
Diagnostic
Software Defects
Fixes
Interpretation
Documentation
Usage & How To
Support
Remote Technical Support
Phone
24 x 7 x 365
<2 Minutes
1, 3 or 5
YES
YES
YES
YES
YES
Support Service
Service Type
Offering Terms
Service Description
Duration
Phone Support
Service Level
Hard Drive Retention
Onsite
Combined with Warranty Upgrade or MA
Customer Retains Failed Drive
1 – 5 Years
24 x 7 x 365
Based on Part Number
Purchased
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2015 LENOVO. ALL RIGHTS RESERVED.
IBM OEM Storage Services Fact Sheet
BASE WARRANTY
Warranty Service
Response Time
Service Type
Service Window
Phone Support
Duration
Customer Replaceable Units
Included
Next Business Day
Onsite
MON – FRI : 9 AM-5 PM excluding holidays
24x7 x 365
1–3
Some Parts Customer Installable
WARRANTY UPGRADE AND POST WARRANTY OPTIONS
Service Level
Response Time
Service Type
Service Window
Phone Support
Extension Years
Post Warranty Years
Customer Replaceable Units
9x5 NBD
Next Business Day
Onsite
MON - FRI : 9 AM-5 PM excluding holidays
24 x 7 x 365
3, 4, or 5
1 or 2
Technician Installs All Parts
9x5x4
4 Hours Same Day
Onsite
MON – FRI : 9 AM-5 PM excluding
holidays
24 x 7 x 365
3, 4, or 5
1 or 2
Technician Installs All Parts
24x7x4
4 Hours Same Day
Onsite
MON – SUN: 24 hours
24 x 7 x 365
3, 4, or 5
1 or 2
Technician Installs All Parts
24x7x2
2 Hours Same Day
Onsite
MON – SUN: 24 hours
24 x 7 x 365
3, 4, or 5
1 or 2
Technician Installs All Parts
ENHANCED SUPPORT OPTIONS
Support Services
Service Type
Service
Window
Queue Wait
Time
Years
Installation &
Configuration
Diagnostic
Software Defects
Fixes
Interpretation
Documentation
Usage & How To
Support
Remote Technical Support
Phone
24 x 7 x 365
<2 Minutes
1, 3 or 5
YES
YES
YES
YES
YES
Support Service
Service Type
Offering Terms
Service Description
Duration
Phone Support
Service Level
Hard Drive Retention
Onsite
Combined with Warranty Upgrade or MA
Customer Retains Failed Drive
1 – 5 Years
24 x 7 x 365
Based on Part Number
Purchased
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2015 LENOVO. ALL RIGHTS RESERVED.
Lenovo Branded Storage Services Fact Sheet
BASE WARRANTY
Warranty Service
Response Time
Service Type
Service Window
Phone Support
Duration
Customer Replaceable Units
Included
Next Business Day
Onsite
MON – FRI: 9 AM – 5 PM
Phone: 24 x 7 x 365
3 Years
Some Parts Customer Installable
WARRANTY UPGRADE OPTIONS
Warranty Service
Response Time
Service Type
Service Window
Phone Support
Extension YEARS
Customer Replaceable Units
Onsite 4 Hour 9 x 5
4 HOURS
Onsite
MON – FRI: 9 AM – 5 PM
PHONE : 24 x 7 x 365
3, 4, 5
All Parts Repaired Onsite
Onsite 4 Hour 24 x 7
8 HOURS
Onsite
MON – SUN: 24 hours
PHONE : 24 x 7 x 365
Onsite 8 Hour 24 x 7
4 HOURS
Onsite
MON – SUN: 24 hours
PHONE : 24 x 7 x 365
3, 4, 5
All Parts Repaired Onsite
3, 4, 5
All Parts Repaired Onsite
ENHANCED SUPPORT OPTIONS
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Support Services
Service Type
Service
Window
Queue
Wait Time
Years
Technician
Level
Installation &
Configuration
Web Based
Submission/Tracking
OS/Software
Support(1)
Defined Escalation
Process
Networking
Assistance
Priority Support
Phone
24 x 7 x 365
<2 Minutes
1-5
Advanced
YES
YES
Lenovo Tools
& Certified OS
YES
YES
Support Service
Service Type
Offer Terms
Service Description
Duration
Phone Support
Service Level
Keep Your Drive MultiDrive
Onsite
Concurrent with Warranty
Customer Retains Drive When Replaced During Repair
3, 4, 5
24 x 7 x 365
Based on Warranty
2015 LENOVO. ALL RIGHTS RESERVED.
Online Tools
Services Lookup Tools
 Lenovo Services can be located through two lookup tools:
– SPST supports System x and IBM OEM Storage device and associated peripherals
– https://www-304.ibm.com/sales/gss/download/spst/servicepac/extProductSelectorWWW.do
– Lenovo QuickPick supports Lenovo Branded and Think Branded systems and products
– Lenovoquickpick.com
–QuickPick also supports compatible options
–QuickPick also supports base warranty lookup for 10-digit Lenovo part numbered systems
 Both tools are public websites accessible by customers, sellers, and partners
 Both are designed to make selling and locating the right Lenovo Services easy
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2015 LENOVO. ALL RIGHTS RESERVED.
Worldwide Service Product Selector Tool (SPST)

https://www-304.ibm.com/sales/gss/download/spst/servicepac/extProductSelectorWWW.do
 Lenovo Sales and Business Partners can search Services Warranty and Upsell Offerings and Part Numbers via
access to IBM application SPRT
– Lenovo specific pricing is in HVEC/Xcc
 SPST is a web based application
 Designed to easily locate Lenovo Services part numbers
– Specific for System x and IBM OEM Storage devices
 Coverage for most geographies and skued offerings
– Efficiently maintains current Lenovo Services compatibility matrix
– Download of the ServicePac Supported Product List (SPL)
– Quick, easy, and flexible search functions
– At-a-glance view of the Worldwide skued services portfolio
Key Application Update
• “Brand Identifier” drop down now “Company”
• Select “Lenovo” for Lenovo Offerings & Part Numbers
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2015 LENOVO. ALL RIGHTS RESERVED.
Quick Pick Home page
Capability Maintained
System Category drill down
Country / Language availability
Search by MTM, System, Part
Browse Services by MT
What’s changing?
New banners and colors
Base Warranty Lookup
Multi-MTM Base Warranty Lookup
New Fast path
LOIS Catalog Feed
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2015 LENOVO. ALL RIGHTS RESERVED.
Base Warranty Lookup Functionality
Enter MTM and a window appears
Click on <Configure this system> to go directly to compatible services and accessories
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2015 LENOVO. ALL RIGHTS RESERVED.